PNXBet Casino - Player’s account has been blocked.

my account was locked with 200,000php worth of winnings.

Dear ogie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received confirmation regarding successful account verification? Could you please advise how long ago you have registered your account and if you’ve accumulated your winnings with or without an active bonus? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Account is fully verified by months now I. I am playing with them for months and making withdrawal request with no problem at all. and all of a sudden they locked my account. I played baccarat and no bonuses alike are used on my winnings.

Is there any relevant communication between you and the casino that you could forward to my email? Thank you very much.

Dear ogie,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

sent to petronela.k@casino.guru

Thank you very much, ogie, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear ogie,

I looked at your complaint as well as the forwarded e-mail. I’m sorry to hear about your negative experience. I’ll try my best to resolve the issue.

I’d like to invite PNXBet Casino to join this conversation.

Dear PNXBet Casino team,

Can you please clarify the situation and explain the reasoning behind your decision to block ogie’s gaming account?

It is mentioned in our term 2.6.8 PNXBET reserves the right to disable any game category, block an account for 45-365 days and forfeit user account balance for all users, household, agents, affiliates, IP, group conducting opposite betting activities with the intentional result to fraudulently gain affiliate commission, agent commission, voucher scratch card or any given bonus/commission alike. https://www.pnxbet.com/general-terms-and-conditions.

The user owned an agent accounts which sole intention is to opposite bet.

They had conducted opposite betting in order to gain 40% commission fraudulently.

As per checking on the account it is banned for 45 days and the funds will be available after the said date with extra due diligence by contacting our live support.

It would be helpful if you provide information here and help us resolve the issue faster by telling the honest intention of the bets conducted by your group so our company will be also aware of and prevent fraudulent opposite bets conducted in the future. It would be smart to do not deny this allegations as this is a system generated anti fraud and was verified multiple times by our casino risk team. (The same group of people that was banned due to opposite betting filed a case here).

Thank you, PNXBet Casino team, for clarifying.

Dear ogie,

Could you please comment on the casino's statements and advise if the disputed funds are in your agent or player account? Thank you in advance.

Good day

The disputed funds are in my player account, not on agent. I also dont do any opposite side betting or such. I already sent my videoselfie to them.

Thank you

Ogie

Thank you, Ogie, for clarifying. Do I understand correctly that the casino has requested you to provide the video selfie?

Yes, pnxbet casino required me to send a videoselfie, I already emailed the videoselfie to them.

Thank you, ogie, for your cooperation.

Dear PNXBet Casino team,

Please give us an update once the provided information has been reviewed.

We would like to ask PNXBet Casino team to give us an update on this matter. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Please be informed that our casino risk team has detected opposite betting on your account, the temporary suspension on your account was due to term 2.6.8 that PNXBET reserves the right to disable any game category, block an account for 45-365 days and forfeit user account balance for all users, household, agents, affiliates, IP, group conducting opposite betting activities with the intentional result to fraudulently gain affiliate commission, agent commission, voucher scratch card or any given bonus/commission alike. https://www.pnxbet.com/general-terms-and-conditions

Please be informed that we are closely monitoring this cases due to high number of fraudulent bets from the same group.

You may contact our live chat support again after 45 days in order to regain access to your account.

Best regards,

Hans

Thank you, PNXBet Casino representative, for providing an explanation. Please provide evidence to prove your claims. You can forward the information to my e-mail address andrej.p@casino.guru.

In addition, could you please advise if there is anything ogie can do to be able to access their gaming account sooner than after 45 days from the date their gaming account was blocked?

Hi Casino Guru,

Kindly investigate the sources of these complaints and the issue given, I think there's some kind of abuse here where the users commit abuse in PNXBET and pass it here.

For users that has been blocked for multiple account, these has solid ground and funds can be recovered by coordinating with our risk team via live chat.

For users that have been blocked due to opposite betting, the user usually have to wait for 45 or more days for investigation to finish and refund funds.

These users from one group (possibly) have been repeating abuses in our platform and bringing it to complaint platform. As you may notice also on amounts it has been just the same scheme. Please investigate

Thank you.

Thank you, PNXBet Casino, for your reply. Kindly note that we won’t be able to investigate the issue without being provided the necessary information and relevant proofs. You can provide the information via e-mail. My e-mail address is andrej.p@casino.guru.

Dear ogie,

Unfortunately, we haven’t received a response from the casino in the past 7 days. Could you please let us know if there have been any new developments regarding your complaint?

Dear ogie,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Dear all,

Unfortunately, we’re forced to reject this case because ogie has stopped responding to our messages and questions. Therefore, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.